Logout of mobile app in order to do mobile account recovery?

alfred.m.chua

So my family member forgot their password, but they have their iOS mobile app open & unlocked... and I can see that the security settings show they have face id enabled for both unlock and account recovery, which is good.

But in order to do account recovery so that they can create a new master password, they have to logout of the mobile app? Seems scary since currently they have the app open, and if they logout and recovery fails, they can't get back in since they don't know the password...

Not logged in previously in a browser, so is this the only way to recover and create a new master password?

Thanks

LastPass Support

I completely understand your concern. It's definitely a nerve-wracking situation to be in, especially when you have access to the app but are worried about losing it if something goes wrong during recovery.

Here's what you can do to safely recover the account:

• Use Face ID for Account Recovery: Since Face ID is enabled for both unlocking and account recovery, you should be able to reset the master password directly from the app without logging out. This is the safest first step to try.
• Check for Other Recovery Options: If Face ID recovery doesn't work, see if there are other recovery options set up, like SMS account recovery or a master password hint. These can provide additional ways to regain access.
• Contact LastPass Support: If the above options don't work, reaching out to LastPass Support is a good idea. While they can't reset the master password for you, they can guide you through the recovery process and offer additional support.

Note: It's important to follow these steps carefully to avoid being locked out again. I hope this helps!